Refund & Return Policy

Welcome to Kitchen 604!

本政策分為兩部分：（甲）本網站商店產品（禮品卡、雞精、藥膳湯品、彌月禮盒及小產湯品）；（乙）月子餐套餐、訂金及諮詢服務，此部分受獨立簽署之《服務合約》約束。 This Policy is divided into two parts: (A) products purchased through this website's online store (gift cards, chicken essence, herbal soups, Mi-Yue gift sets, herbal teas and post-miscarriage soups; and (B) postpartum meal packages, deposits, and consultations, which are governed by a separately signed Service Agreement.

甲部：本網站商店產品 / PART A — ONLINE STORE PRODUCTS

1. 一般政策 / General Policy

由於我們的商店產品（雞精、藥膳湯品、彌月禮盒、小產湯品）均屬新鮮製作或冷凍之食品，一經送出，除因品質問題或損壞外，恕不接受退貨或退款。

As our store products (chicken essence, herbal soups, Mi-Yue gift sets, herbal teas and post-miscarriage soups are freshly prepared or frozen food items, all sales are final once shipped, except in cases of quality issues or damage as described below.

2. 品質問題及損壞產品 / Quality Issues & Damaged Items

如您收到之產品出現品質問題或於運送途中損壞，請於收到產品後24小時內聯絡我們，並附上照片作為證明。經核實後，我們將按情況提供補送或商店信用額；如無法安排補送，則可能提供退款至原付款方式。

If a product you receive has a quality issue or is damaged in transit, please contact us within 24 hours of delivery with photographic evidence. Once verified, we will provide a replacement or store credit at our discretion; where a replacement is not possible, a refund to your original payment method may be issued.

3. 配送延誤或未能送達 / Missed or Late Delivery

我們將盡力準時配送。如因客戶不在指定地址接收而導致產品未能送達或變質，Kitchen 604 概不負責，亦不提供補送或退款，除非客戶已提前通知我們更改配送安排。

We make every reasonable effort to deliver on time. Kitchen 604 is not responsible for products that cannot be delivered, or that spoil, due to customer unavailability at the designated address, and no replacement or refund will be provided unless the customer has given prior notice to change the delivery arrangement.

4. 禮品卡 / Gift Cards

禮品卡一經售出，概不接受退款，亦不可兌換現金，惟法律另有規定者除外。

E-Gift cards are non-refundable and have no cash value once sold, except as required by law.

5. 如何申請退款或補送 / How to Request a Refund or Replacement

請於問題發生後24小時內電郵至 kitchen604vancouver@gmail.com，並提供您的訂單編號及相關照片。我們將於2個工作天內回覆。

Please email kitchen604vancouver@gmail.com within 24 hours of the issue, providing your order number and relevant photographs. We will respond within 2 business days.

6. 處理時間 / Processing Time

經核准之退款，將於5至10個工作天內退回原付款方式（Stripe）。

Approved refunds will be issued to your original payment method (via Stripe) within 5 to 10 business days.

乙部：月子餐套餐、訂金及諮詢服務 / PART B — POSTPARTUM MEAL PACKAGES, DEPOSITS & CONSULTATIONS

本部分適用於 604 Recovery Start、604 Complete Care、604 Full Recovery、604 Prestige 及小產餐套餐。此等套餐須經由諮詢安排，並以電子轉帳付款，不透過本網站商店結帳。以下條款以雙方簽署之《服務合約》為準。 This part applies to the 604 Recovery Start, 604 Complete Care, 604 Full Recovery, 604 Prestige, and post-miscarriage meal packages. These packages are arranged through consultation and paid via e-Transfer, not through this website's store checkout. The terms below are governed by, and consistent with, the signed Service Agreement between the parties.

7. 訂金不予退還 / Non-Refundable Deposit

客戶須支付$500.00加幣作為服務預約訂金。合約一經簽訂並收取訂金，訂金概不退還，無論任何原因取消，包括但不限於604 Recovery Start、604 Complete Care、604 Full Recovery及604 Prestige套餐。

A deposit of $500.00 CAD is required to confirm the Client's service start date. This deposit is non-refundable once the Agreement has been signed and the deposit received, regardless of the reason for cancellation, for the 604 Recovery Start, 604 Complete Care, 604 Full Recovery, and 604 Prestige packages.

8. 流產情況之訂金退還例外 / Deposit Refund Exception in the Event of Miscarriage

若客戶原本預訂之套餐為604 Recovery Start、604 Complete Care、604 Full Recovery或604 Prestige（即非小產套餐），並於服務開始前不幸經歷流產，則訂金將可獲全數退還。此例外情況僅適用於流產，其他情況概不適用。

If a Client who originally booked a 604 Recovery Start, 604 Complete Care, 604 Full Recovery, or 604 Prestige package (i.e., a non-miscarriage package) experiences a miscarriage prior to the start of service, the deposit will be fully refundable. This exception applies only in the event of miscarriage and does not extend to any other circumstance.

9. 服務開始後概不退款 / No Refunds Once Meal Service Has Started

一經開始配送餐點，恕不提供任何現金退款，無論客戶因何種原因要求取消或縮短服務期。如客戶因住院、醫療緊急情況或其他特殊原因需要暫停服務，可依《服務合約》之條款，提前最少24小時通知我們，未使用之服務天數將順延至合約期末補送，惟不設現金退款。

Once meal delivery has begun, no cash refunds will be provided for any reason, including a request to cancel or shorten the remaining service period. Should the Client need to pause service due to hospitalization, medical emergency, or other exceptional circumstances, they may do so under the terms of the signed Service Agreement by providing a minimum of 24 hours' notice; unused service days will be carried forward to the end of the agreed term, but no cash refund will be issued.

10. 詳細條款 / Full Terms

有關月子餐套餐之完整取消、暫停及配送條款，請參閱您已簽署之《Kitchen 604 服務合約》。如本退款政策與《服務合約》之條款有任何抵觸，概以《服務合約》為準。

For the complete cancellation, service pause, and delivery terms applicable to postpartum meal packages, please refer to your signed Kitchen 604 Service Agreement. In the event of any conflict between this Refund Policy and the Service Agreement, the terms of the Service Agreement shall prevail.

聯絡我們 / CONTACT US

如對本退款政策有任何疑問，請聯絡我們：電話 (778) 866-3669，電郵 kitchen604vancouver@gmail.com。

If you have any questions about this Refund Policy, please contact us at (778) 866-3669 or kitchen604vancouver@gmail.com.